Total 3 Senior Executive level Quality Assurance / Control job vacancies in Surabaya, East Java

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possiblewhen human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future 
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
• Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
• Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
• Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
• Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement
• Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a GCE ‘A’ level/ Diploma in any field.
• At least three (3) years of relevant working experience in handling contact centre cases in a call centre or service industry environment.
• Good knowledge of MS Excel and PowerPoint with knowledge on basic reports preparation.
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative.
• Knowledge of Quality terms, tools, and methodologies.
• Demonstrated ability to train and develop new and existing support agents
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.
• Excellent verbal and written communication skills in English and the language of supporting market.
• Strong time management skills and motivation to exceed expectations.
• Comfortable working with computers and multiple systems.

Job Responsibilities

• Efficient Management of Drivers and Corporate Accounts’ Debts
• Ensure the Key Performance Indicators (KPI) of Credit Control are met
• Monitor and control drivers and corporate client accounts’ outstanding.
• Responsible in contacting customers and send reminders to ensure timely payments.
• Negotiate repayment plans with customers and set payment terms and conditions accordingly.
• Conduct aged balance review with Superior and follow up review actions.
• Report and alert any exceptional and delinquent customers and apply appropriate actions to minimize bad debt.
• Prepare daily operation report (s).
• Administer litigation/credit monitoring and screening process.
• Ensure compliance with financial policies and procedures.
• Manage and review repossession and external collection agencies’ performance.
• Attend to drivers’ queries and appeals relating to Credit Control mat

Job Requirements:

• Diploma or other equivalent qualification (Diploma in Business related discipline will be added advantage)
• At least 2 years of experience in credit control  
• Prior experience in taxi and/or car rental industries is advantageous
• Candidate to possess a valid Class 3/3A Driving License will be an added advantage
• We seek Mandarin/Malay-speaking candidates who are required to serve Mandarin/Malay-speaking clients
• Excellent mathematical ability
• 5-days work week.

Job Description:

• Ensure the implementation and maintenance of all quality and food safety control processes are being complied to company’s standard, HACCP, ISO and local statutory requirement.
• To conduct in house food safety training to production/operation staffs.
• To manage customer complaints investigation and perform troubleshooting and driveprocess improvement program to ensure high standard of food safety and quality.
• Provide technical advice to support another department as and when necessary
• Monitoring product integrity and conduct product testing for new and regular products.
• To support Production Manager for admin work.- Manage external inspection and liaise with regulatory agencies
• Perform ad-hoc duties as assigned by management

Requirements:

• Diploma / Postgraduate / Advanced Diploma in Food Science / Food Technology or other Science or related disciplines
• Minimum 3 years of work experience in QAQC related field in food industry, preferably from food manufacturing/food service/food retail.
• Familiar with food regulatory/retail hygiene requirement is an added advantage
• Good knowledge in GMP/HACCP/ GFSI / HALAL, ISO 22000 and Food Safety is preferable